ecommerce companies fall down , as Brewer explains .
“ The majority of shoppers are less than satisfied with their delivery experience , from visibility , to choice of delivery day , time , location , etc .” he says . “ The opportunity to ‘ fail ’ is significant , and a poor deliver experience critically impacts the likelihood of the shopper returning .
That is why DHL eCommerce aims to deliver the smile in the last mile – making the delivery as engaging and exciting as the shopping experience .” That all sounds well and good , but how can that be achieved ?
“ An omni-channel approach requires strong logistics support at the background that allows your warehousing , inventory management , first and last mile delivery to be integrated and seamless ,” explains Brewer .
“ For example , when the consumer decides to try in store , shop online and deliver to their office ; or any other shopping preferences they may have – the merchant is able to deliver a great consumer experience , not just delivering on time , but also providing shipment visibility , a simplified returns or exchange process , ample payment solutions , flexible re-routing if they change their minds , etc .
“ All of these work together to provide greater choice , convenience and control for the shopper , and if done right , they will keep coming back for more .”
Ensuring said fulfilment is not always easy though , and even for a global
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